Questrade Financial Group is a forward-thinking financial services company that values innovation and collaboration. They are seeking a Bilingual Client Services Specialist - Mortgages to provide exceptional customer service and support related to residential mortgages, while also identifying cross-selling opportunities. The role involves effective communication with customers and partners, as well as collaboration with underwriting teams to ensure timely resolution of inquiries.
Responsibilities
- Provide exceptional customer service from first interaction to resolution focusing on the customer experience to build meaningful relationships
- Communicate professionally and effectively, both verbally and written with partners and brokers regarding Residential mortgage accounts
- Be fluent and knowledgeable with all accounts including cross-selling opportunities
- Collaborate with the Residential Underwriting teams to ensure broker and partner requests are actioned as required
- Conduct outbound/inbound calls and case management to support the Mortgage Operations team
- This can include application follow-ups, documentation follow-ups and other calls as required
- Handle inbound requests for customers post funding
- This can include follow ups and supporting ,Enterprise Collections, Retention and Funding requests
- Maintain knowledge of the financial services industry, competition, trends and market conditions
- Provide support and/or recommendations for process improvements to Leadership, as appropriate
- Follow all AML policies and procedures with client accounts with an emphasis on 'Know Your Client' rules
- Comply with QFG policies regarding the privacy of information
- Pro-actively identify actual and potential violations of AML regulatory requirements, internal policies and procedures or other AML/ATF risk situations at an early stage
- Conduct appropriate inquiries and investigations in relation to any such situation and ensure that corrective actions and/or risk mitigation actions are implemented in a timely manner or escalated appropriately
- Adhere to compliance and operational risk controls in accordance with company’s policies and procedures
- Support other team functions, as necessary
Skills
- Are fully bilingual in French and English
- Have minimum 1 year in Customer Service (Preferably financial and/or call center environments)
- Have university degree in business or related field preferred
- Have strong interpersonal and relationship building skills
- Have strong attention to detail and able to complete tasks with a high degree of accuracy
- Have high level of integrity, confidentiality, and accountability
- Have sound analytical thinking, planning, prioritizing, and executing skills
- Have a well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills
- Have solid written and verbal business communication skills
- Clear Communicator
- Active Listening
- Adaptable and Flexible
- Problem Solving and Critical Thinking
- Technical Proficiency
- Time Management and Organization
- Conflict Resolution & De-Escalation
Benefits
- Health & wellbeing resources and programs
- Paid vacation, personal, and sick days for work-life balance
- Competitive compensation and benefits packages
- Work-life balance in a hybrid environment with at least 3 days in office
- Career growth and development opportunities
- Opportunities to contribute to community causes
- Work with diverse team members in an inclusive and collaborative environment
Company Overview
- Questrade is an award-winning low-cost digital alternative to traditional banks that is changing the Canadian financial services industry. It was founded in 1999, and is headquartered in Toronto, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is http://www.questrade.com.